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Service Level Agreement
Introduction
This Document outlines the basics terms of service for EIPL Full
Service Package. With this complete administration package we free you up to
do what you do best…run your business. Leave the hassles of server
administration to us.
Executive Summary - Key Components
Response Time to Critical Support Requests:
Critical Support Requests are handled as quickly as possible, with
response times ranging from 1 hour to 3 hours.
Response time to non-critical support Requests:
Non-critical support requests are handled on a case-by-case basis, with
a response time from within 1 hour to within 2 business days.
Contract term:
Contract would be initially for a period of one year with payments
terms on monthly basis; contract is renewable automatically after a period
of one year, unless termination of service notice is received at least
30 days prior to end of month.
Definitions and Disclaimers
Appropriate Access Rights
EIPL requires administrative (super user, root, administrator) access
to the servers in order to provide server administration, data
migration, software installation, and managed security.
EIPL must also be either authorized to contact the data center
personnel responsible for hardware maintenance and technical support or EIPL
would inform the contact person through all the methods possible and
agreed upon (including SMS, Telephone, Email).
Without the appropriate access rights - administrative access and
authority to contact the appropriate data center personnel - EIPL cannot
provide the highest quality services.
Availability of Access
EIPL is not responsibility for the current status of Internet latency
or reliability with regards to having access to the servers being
managed.
If a geographic condition exists - denial of service attack, virus,
high data traffic, International Gateway related issues - whereby the
staff of EIPL cannot access the servers, services can not be rendered and
EIPL cannot be held responsible for action or inaction related to the
contracted services.
Applications
EIPL can only be held accountable for the basic services on your server
and other applications that we are notified of and agree to manage. For
example, if you were to add a new service to your server, and not make
arrangements with EIPL, we could not be responsible for that services
monitoring, upgrades, or uptime.
Any new installation, third party services installed on the server are
not covered in this agreement and client can make a separate request to
include them in its contract. Once agreed andpayments recieved of the
same EIPL would cover them as the standard services offered to the
client.
Applications must be in working order at the time EIPL is contracted in
order for those applications to be either managed or otherwise count
towards SLA downtime of applications due to actions or in-actions taken
by EIPL staff.
EIPL would cover support requests sent to the client via mails, ticket
based system only. Any other way of offering support to client
viz.telephone, on-site system admin would be covered and charged seaprated as
agreed upon by the client and EIPL mutually.
See System Downtime.
Compensation Availability
Compensation is only available to clients with current contracts and no
outstanding, non-disputed, bills.
Compensation Application
Compensation will be applied based on the current month's invoice.
Compensation for items covered by the service level agreement will be
applied to the grand total of the monthly invoice.
This means any discounts or refunds for service level agreement items
will be applied after any other discounts, credits, or refunds are
applied.
Discounts for service level agreement items are cumulative unless
otherwise noted.
Item Compensation:
Failure to respond to critical issue when within 3 hours during our
timings.
10% of the monthly bill for each 3 hours past due Not to exceed 15 days
service value.
Failure to respond to customer service request (non-critical) within 6
hours.
5% of the monthly bill for each business day past due Not to exceed 15
days service value.
System downtime caused by EIPL:
5 % of the monthly bill for each block of 60 contiguous minutes of down
time not to exceed 15 days service value.
Compensation Limits:
EIPL will not compensate more than fees paid or invoices generated.
This means EIPL can provide no more than 50% credit.
Compensation Requests - Applying the Service Level Agreement
The application of the service level agreement is based on written
notification via email, mail, or fax.
Response Time vs. Resolution Time:
It is critical to understand that response time and resolution time are
separate and distinct the majority of the time.
Response time is the time it takes to return contact to you and start
working on the resolution.
Resolution time is the date and time a given problem is resolved or
question answered.
Because of the potential for 3 rd parties and unknown situations, EIPL
cannot provide a guaranteed resolution time when dealing with critical
events or down systems.
Service Level Agreement Document:
EIPL will only honor the most current Service Level Agreement Document.
If you are not sure you have the most current document please contact
EIPL using the contact information at the end of this document.
Customers will receive at least 30-day notification of changes to the
service level agreement document.
System Down Time:
A Net-based system is composed of hardware, software, and connectivity.
EIPL is responsible only for the software-level (operating system and
application software) operation of servers it is contracted to manage.
EIPL must be notified of all applications that are required to function
in order for the system to be declared "in working order."
EIPL cannot be held accountable for system down time caused by 3 rd
parties including the client.
EIPL cannot be held accountable for system down time caused by hardware
failures or connectivity issues.
EIPL would not be responsible for any policy related delay caused by
non-rendering of information to EIPL by the client.
Client may choose any form and level of support viz. ticket based
system or shift based system. Ticket based system would limit EIPL
responsibility to only responding and resolving problems reported by cleints
through tiskets/mails or aother such systems. This does not inclues server
monitoring and upradations etc. unless otherwise opted for.
Client may opt for shift based system where in where in during the
committed shift time EIPL is responsible for any management, upgradation on
the server. This does not covers excusion services such as third party
installations.
System downtime caused by
EIPL:
Although this should never happen, EIPL will take responsibility for
any downtime caused directly or indirectly by the actions or in-actions
of EIPL staff. EIPL will further take all reasonable actions to assist
the customer in restoring their server to a online state, if such a
situation were to occur.
Statement of indemnity:
By submission of payment and data, client shall release, indemnify, and
hold harmless EIPL, its agents and employees from and against any and
all claims, lawsuits, damages or liability of any kind which might arise
from work performed by EIPL under the terms of this
SLA.
Statement of Work
Billing Policies and Procedures
All bills will be due on the 30 day of the signed date.
Billing questions or problems should be reported to our accounting
department by emailing sales@eservercare.com.
Contract Term
Contract is month to month and will renew automatically, unless
termination of service notice is received. The client agrees to give at least
30 days notice prior to end of contractual date.
Termination of service notices must be sent in writing via email or
postal mail or fax, 30 days prior to anniversary date.
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